POSITION PROFILE

TITLE: Customer Service Supervisor (CSS)

LOCATION: San Ramon, CA

REPORTS TO: Operations Manager

SALARY: $19.00/hour plus, depending on experience.

PURPOSE:

· The purpose of CSS position is to see that all Customer Service tasks are performed within established standards of turnaround time and accuracy.

· To act as the role model for CSRs (Customer Service Reps), and provide training and monitoring of procedures to maintain consistency within the customer service department.

DUTIES/RESPONSIBLITIES:

· Credit investigation/verification, handling incoming calls from lender clients, and processing requests on our web-based credit-reporting platform.

· Participate in the training of all new Customer Service Reps (CSRs)

· Work with Operations Manger to establish credit reporting standard operating procedures and perform tasks as assigned by management.

· Knowledge of MS Office (Internet Explorer, Word and Excel as a minimum), including Outlook, is required.

· Full-time, non-exempt, position, from 8 a.m. to 5 p.m. Monday - Friday.

QUALIFICATIONS:

· Excellent verbal and written communication skills, a positive attitude and a passion for providing outstanding customer service.

· Knowledge of mortgage credit reporting best practices, FCRA/FACTA, credit reporting systems and the larger mortgage industry is required for this key position within the company.

· Experience in training entry-level employees in mortgage credit reporting best practices.

· Familiarity with mortgage underwriting and automated underwriting systems.

· BA/BS recommended, AA or equivalent required

CONTACT INFORMATION:
To be considered for this opportunity, please email your resume, cover letter and salary history to:
Lisa K. Locke
Locke and KEY Executive Search
Phone: 510-533-2005
Fax: 510-533-2055
Email: lklocke@lockeandkey.com
Website: http://www.lockeandkey.com/